L2 Cisco Infra Support Engineer

Job Description:

#LI-DNI
• Resolving customer major problems and queries and attending weekly calls to address the issues and concerns.
• Log, Resolve, track all queries and update the system accordingly
• Take ownership of all queries, Identify and highlight issues to relevant departments for resolution and follow through until resolved
• Communicate regularly with the customer making sure they are kept informed at all times of the status of their issue(s) until resolution is in place
• Identify gaps in the customer’s support agreement as sales opportunities and notify ‘Sales’ to quote customer
• To keep informed of new changes / defects that have been made to the program
• Production and submission of documentation in line with company procedures and submitted in a timely manner.
• Contribute to the development of peers by coaching and mentoring less experienced team members.
• Excellent written and verbal co...